ASSESSMENT OF THE QUALITY OF PASSENGER TRANSPORTATION SERVICES: ANALYSIS BASED ON PASSENGER FEEDBACK
Keywords:
Passenger transportation, service quality, SERVQUALAbstract
The growing demand for comfortable, reliable, and safe passenger transportation has intensified scholarly interest in service‐quality assessment tools that can capture the experience of actual riders. Using a 27-item structured questionnaire grounded in the SERVQUAL conceptual framework, we surveyed 1 262 passengers and conducted twenty in-depth interviews to corroborate and nuance the quantitative results. Statistical processing relied on exploratory factor analysis, multiple linear regression, and Cohen’s d effect-size calculation. The study reveals five latent quality dimensions—comfort, punctuality, information transparency, staff courtesy, and perceived safety—that jointly explain 71.4 % of the variance in overall satisfaction. Policy implications include the integration of real-time digital feedback channels into national quality-of-service standards and the introduction of incentive schemes for operators that outperform benchmarks.
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